System and Method for Gamified Service Request Management

ABSTRACT

A computing system and method for request management receive an incoming customer request at a request management server. Components at the server identify a type of problem associated with the request and the customer sending the request. The system searches for a customer experience profile for the identified customer in a customer database stored in a computer memory and determines based on the customer experience profile if the customer has prior experience solving the type of problem identified. The system routes the customer to an abbreviated resolution process when the customer has prior experience solving the identified type of problem and resolves the request using the abbreviated resolution process.

TECHNICAL FIELD

Embodiments of the invention are related generally to systems andmethods for handling incoming service requests, particularly in thecontext of service requests made to a help desk, such as an informationtechnology support help desk.

BACKGROUND OF THE INVENTION

As technology has evolved, organizations have invested in Voice OverInternet Protocol (VOIP) software for incorporation in their requesthandling infrastructures to manage the handling of technology servicerequests. Typically, the software operates upon receipt of an incomingservice request to determine the nature of the problem and route therequest to an appropriate resolution based on the nature of the problem.Frequently, individual desktop, laptop, and mobile device usersencounter technology problems they are unable to independently solve.These individuals may be employees of an organization responsible forthe maintenance of the devices. Alternatively, the individuals may hepurchasers of the devices or purchasers of software running on thedevices. Thus, in the event that a software or hardware problem occurs,the individuals may seek help from an employer responsible for themaintenance of the problematic hardware or software, a manufacturer ofthe hardware or software product, the distributor of the product, orother entity responsible for resolving problems associated with the usersystem or software.

The request management systems typically utilize the VOIP software toask the requestors a series of questions. Based on the answer to eachquestion, the software may generate a response and provide arecommendation. Additionally, when no recommendation can be generated orwhen the recommendation fails to solve the problem, the software mayenable redirection of the request to information technology personnelfor resolution.

With most request management systems, all users are treated equally whenmaking requests, particularly when calling the information technologyhelp desk within an organization. This type of handling ensuresconsistent routing of calls and scripted troubleshooting based uponknown or common problems. While this type of system is efficient forhandling requests from some callers, some members of the callingpopulation are technically astute and have researched the problemextensively prior to calling. For example, the callers may have foundand tried the known solution but continue to encounter issues. Theseeducated callers must also follow the design routing and scriptedquestions even though they may have already completed this process ontheir own. The knowledge and experience of these educated callers isdiscounted by the process.

Thus, when highly educated or skilled callers attempt to use the system,the process in those cases is inefficient as the calls are not routed toappropriate support personnel and resolution is delayed. Thus, in orderto resolve a problem, existing software has an inefficient cycle thatrequires excessive interaction in many cases. Additionally, when capableusers become frustrated with answering repetitive questions, theydiscouraged from utilizing a corporate information technology help deskand may turn instead to risky, unapproved solutions. Use of thesealternative resolution techniques could create additional problems anddelay resolution of the original problem

Accordingly, a system is needed that expedites handling of requests inorder to increase the operating speed of a request management system.Optimally, the system may generate particular processing sequences basedon the characteristics of system users. The system should be capable ofevaluating user expertise in order to appropriately route users based onexisting knowledge in order to minimize repetition and expediteresolution,

SUMMARY OF THE INVENTION

In one aspect of the invention, a request management method is providedfor managing incoming requests from customers using a request managementcomputing system in order to expedite request resolution. The methodincludes receiving an incoming customer request from a customer at arequest management server and using at least one computer processor ofthe request management server to perform multiple steps. The stepsinclude identifying the customer sending the request, searching for acustomer experience profile for the identified customer in a customerdatabase stored in a computer memory, and determining a customerexperience level based on the customer experience profile. The methodadditionally includes routing the customer to an appropriate resolutionprocess for the identified experience level and resolving the requestusing the appropriate resolution process at an agent system.

In a further aspect of the invention, a request management computingsystem is provided for managing incoming requests from customers inorder to expedite request resolution. The request management computingsystem includes at least one computer memory storing customer experienceprofiles a request management server. The request management serverincludes a request processing engine, the request processing enginereceiving an incoming customer request, identifying the customer sendingthe request, searching for a customer experience profile for theidentified customer in a customer database stored in the computermemory, and determining based on the customer experience profile anexperience level of the customer. The system additionally includes arequest router, the request router selecting a resolution processappropriate to the customer experience level and routing the request toan agent system, the agent system receiving the request and generatingthe resolution process appropriate to the customer experience level,thereby resolving the request for the requesting customer.

In another aspect of the invention, a request management computingsystem is provided for managing incoming requests from customers inorder to expedite request resolution. The request management computingsystem includes a request management server. The server hosts a requestprocessing engine that receives an incoming customer request, analyzesthe request to identify a type of problem and identifies the customersending the request. The request processing engine searches for acustomer experience profile for the identified customer in a customerdatabase stored in a computer memory and determines based on thecustomer experience profile if the customer has prior experience solvingthe type of problem identified. The server also hosts a request routerthat selects an abbreviated resolution process when the customer hasprior experience solving the identified type of problem. The requestrouter routes the request to an agent system that generates theabbreviated resolution process, thereby resolving the request for therequesting customer.

In an additional aspect of the invention, a correspondingcomputer-implemented method is provided for managing incoming requestsfrom customers using a request management computing system in order toexpedite request resolution. The method includes receiving an incomingcustomer request from a customer at a request management se of therequest management resolution computing system and using at least onecomputer processor of the request management server to perform multiplesteps. The steps include identifying a customer sending the request andidentifying a type of problem associated with the request. The stepsadditionally include searching for a customer experience profile for theidentified customer in a customer database stored in a computer memoryand determining based on the customer experience profile if the customerhas prior experience solving the type of problem identified. The stepsadditionally include selecting for the customer to an abbreviatedresolution process when the customer has prior experience solving theidentified type of problem and resolving the request using theabbreviated resolution process.

In embodiments of the invention, the request management computing systemimplements a testing system for testing and scoring customer expertise.Upon making a request, a customer may be scored and the score may beincorporated in the customer experience record.

BRIEF DESCRIPTION OF THE DRAWINGS

The purpose and advantages of the present invention will be apparent tothose of skill in the art from the description in conjunction with theappended drawings:

FIG. 1A is a block diagram illustrating an environment for a requestmanagement computing system in accordance with an embodiment of theinvention;

FIG. 1B is a block diagram illustrating an environment for operating arequest management computing system in accordance with an additionalembodiment of the invention;

FIG. 2 is a block diagram illustrating a request management server inaccordance with an embodiment of the invention;

FIG. 3 is a block diagram illustrating a customer testing system foroperation with the request management computing system in accordancewith an embodiment of the invention;

FIG. 4 is a block diagram illustrating an agent processing system foroperation with the request management computing system in accordancewith an embodiment of the invention;

FIG. 5 is a flow chart illustrating request handling in accordance withan embodiment of the invention;

FIG. 6 is a flow chart illustrating implementation of routing logic inaccordance with an embodiment of the invention; and

FIG. 7 is a flow chart illustrating a testing process in accordance withan embodiment of the invention; and

FIG. 8 is a flow chart illustrating a process for selecting qualifiedagents in accordance with embodiments of the invention.

DESCRIPTION OF THE INVENTION

Embodiments of the invention are related generally to systems andmethods for managing requests, particularly information technology (IT)requests made through a VOIP system. For example, the system may operateto address IT requests made from employees of an organization. Theproposed system has an increased throughput and processing speed as itis able to more quickly and efficiently resolve user requests. Thesystem is able to assess a level of expertise of a user and the natureof the request and determine an appropriate script for assisting theuser based on these factors. Additionally, the system may calibrateagent expertise with particular scripts and select an agent system forrouting based on this determination.

FIG. 1A is a block diagram illustrating an environment for a requestmanagement computing system 100 in accordance with an embodiment of theinvention. The request management computing system 100 may include arequest management server 104 connected with multiple agent devices 110a . . . 110 b. The request management system may also include or beconnected with a customer testing system 40. The request managementsystem 100 communicates over a network 10 with customer systems 20 a, .. . 20 n.

The customer systems 20 a . . . 20 c may be computing devices used byindividuals for various purposes. In embodiments of the invention, eachcustomer system may include multiple devices, such as a desktopcomputer, laptop computer, smart phone and or landline telephone. Thecustomer systems 20 . . . 20 c may also include laptop, or portablecomputing devices such as iPhones, iPads, or Android smart phones.

The customer testing system 40 may communicate with the requestmanagement computing system 100 over a network or may be incorporated inthe request management computing system 100. The customer testing system40 may operate independently to test customer expertise on varioustopics, such as for example, various computing application such asMicrosoft Outlook, PowerPoint, Word, Excel, or other applications. Thecustomer testing system may generate a “level” for each customerdesignated by a number, for example from one to ten, to indicate a levelof expertise, or alternatively an identifier, such as “gold”, “silver”,or “bronze”. Levels may be attributed to each customer for individualtopics and also as an overall indicator of customer experience withrespect to all topics. While the customer testing system 40 may operateindependently of the request management computing system 100, itreceives feedback from the request management system 100 for eachcustomer when a request is made. Thus, a customer level can change byvirtue of the results of a submitted request. The customer testingsystem 40 may alternatively be integrated with the request managementcomputing system 100. The customer testing system 40 is furtherdescribed below with reference to FIG. 3.

The request management computing system 100 is shown as including arequest management server 104 as well as multiple agent devices 110 a .. . 110 n. The request management server 104 may, in embodiments of theinvention, include VOIP software for handling received requests throughthe use of a processor. The request management server 104 is furtherdescribed below with reference to FIG. 2.

The agent devices 110 a . . . 110 b may include any type of computingdevice such as a desktop computer, laptop computer, smart phone and orlandline telephone. The agent devices 110 a . . . 110 n may also includelaptop, or portable computing devices such as iPhones, iPads, or Androidsmart phones. The agent devices 110 a . . . 110 n receive instructionsrouted from the request management server 104 and ultimately serve togenerate the resolution script and operate in conjunction with customersystems to reach a resolution.

The network 10 is preferably the Internet, but may be or include othertypes of networks. The network 10 may include a wired or wireless localarea network (LAN) and a wide area network (WAN), wireless personal areanetwork (PAN) and other types of networks. Computers may be connectedover the Internet, an Intranet, Extranet, Ethernet, or any other systemthat provides communications. Some suitable communications protocols mayinclude TCP/IP, UDP, or OSI for example. For wireless communications,communications protocols may include Bluetooth, Zigbee, IrDa or othersuitable protocol. Furthermore, components of the system may communicatethrough a combination of wired or wireless paths.

Additional external systems and sources (not shown) may also be includedand may be connected over the network 10 with the request managementcomputing system 100. External systems and sources may include, forexample, testing resources and alternative sources of customerinformation. These are merely examples, as the scope of the externalsystems and sources is generally unlimited.

FIG. 1B is a block diagram illustrating an environment for operating arequest management computing system 100 in accordance with an additionalembodiment of the invention. FIG. 1B shows a similar system to FIG. 1Aincluding the request management computing system 100, agent devices 110a . . . 110 n, request management server 104, customer testing system40, network 10, and the customer systems 20 a . . . 20 n. FIG. 1B alsoshows an agent processing system 60. In embodiments of the invention,both the skills of the customer and the skills of the processing agentsare evaluated. Agents may have areas of expertise and may receive anelevated ranking for those areas of expertise. Thus, in accordance withthe displayed embodiment of the invention, when routing is performed,the request management computing system 100 considers both the customerexperience level and the agent experience level, either generally, withrespect to a particular problem, or both generally and with respect to aparticular problem. The agent processing system 60 is described ingreater detail with reference to FIG. 4.

FIG. 2 is a block diagram illustrating a request management server 104in accordance with an embodiment of the invention. The requestmanagement server 104 may include both hardware and software componentsincluding a database 150 stored in a computer memory, a requestprocessing engine 180, a request router 160, and a feedback router 170.

The database 150 may be stored in a computer memory and may store data,information, algorithms, rules, and any other information useful to thefunctioning of the request management computing system. For example, thedatabase 150 may store a matrix showing how an experience level of acustomer correlates with a request handling script. For example, acustomer with a silver experience level in system login issues maycorrelate with a particular script number. Accordingly, the requestprocessing engine 180 of the request management server 104 is able toaccess the database 150 to determine an appropriate script.Additionally, the database 150 may store a matrix illustrating how anagent experience level corresponds to a particular selected requesthandling script and may include a list of available agents having theappropriate experience level. The request router 160 may utilize thismatrix in the database 150 to route requests with instructions forprocessing. The database 150 may also store information pertaining toagent availability and routing and processing algorithms for handlingrequests.

The request processing engine 180 may interact with the customer systemsto receive requests and process the requests by identifying thecustomer, consulting a database for customer information to determine alevel of customer experience, and identifying the problem that is thesubject of the request. The customer information database may beincluded in the testing system as described below or may alternativelybe included in the illustrated database 150. The request processingengine 180 may deliver the information it acquires to the request router160. The request router 160 may utilize routing logic by considering theproblem and the experience level of the customer either generally orwith respect to the particular problem to determine an appropriatescript for execution. Once the request router 160 determines theappropriate script for resolution, it may consult the database 150 or aseparate agent database to determine an agent level of experience withrespect to the selected script. The request router 160 then routes therequest to a selected agent with a sufficient experience level. Therequest router 160 may also check for agent availability when making arouting decision. Upon resolution, the agent device may forward atranscript of the request resolution to the feedback router 170. Thefeedback router 170 then updates the customer database, the agentdatabase, and the database 150 accordingly to reflect any changes inexperience level. While all of the information may be contained withindatabase 150, the customer information and agent information mayadditionally or alternatively be housed in separate databases.

FIG. 3 is a block diagram illustrating a customer testing system 200 foroperation with the request management computing system in accordancewith an embodiment of the invention. While the customer testing system200 is shown as a separate system communicating with the requestmanagement computing system, it may alternatively be integrated with therequest management computing system. The customer testing system 200 mayinclude a request processing interface 240, a customer interface 230, acustomer testing engine 220, a customer scoring engine 210 and acustomer database 250.

The customer database 250 may be stored in a computer memory. Thecustomer database 250 identifies each customer with an identifier suchas a standard ID and correlates each standard ID with a customerexperience level for identified types of problems and optionally, anoverall experience level. By default, all customers may be assigned abasic status. For example, all system users may be assigned a “bronze”status and initially the database reflects the bronze customerexperience status for all customers. Upon completion of customertesting, the level in the database would be updated for example tosilver or gold. Customers with a bronze level would be routed to astandard default request resolution status when submitting a request.Customers with gold or silver status would be entitled to an abbreviatedprocess.

The request processing interface 240 is capable of interacting with therequest management server to receive requests for data from the customerdatabase and return the requested data. In embodiments of the invention,when a request is received, the request management server captures datastored in the customer database 250 by connecting with the requestprocessing interface.

The customer interface 230 allows the customer systems to connect withthe customer testing system 100. The interface 230 may be one or moretypes of interfaces that allow communication between various devicesover a variety of networks. The customer may connect with the customertesting system 200 in order to implement testing procedures and build arecord in the customer database 250. The customer may for example,connect with the customer testing system system 200 by accessing a URLto cause the customer interface 230 to generate testing procedures fordisplay on a monitor.

The customer testing engine 220 may generate a series of questions topresent through the customer interface 230 to the customer system. Thecustomer may answer a series of questions that may include substantivequestions and biographical questions. For example, the customer testingengine 220 may generate questions regarding job title and years ofexperience in a particular position. The customer testing engine 220 mayalso ask the customer to perform a series of tasks, such as performingan outlook search or changing display parameters. The testing engine 220may also provide an educational script and subsequently test thecustomer regarding the contents of this script.

The customer scoring engine 210 scores the customer based on the resultsof customer testing. The customer scoring engine 210 further may accesshistorical scores for the customer in the customer database 250 andupdate the historical scores by adding the new score. Optionally, thecustomer scoring engine 210 may average all scores or create a weightedaverage with the more recent scores having additional weight. As setforth above, the customer scoring engine 210 may evaluate customers forexpertise in specific areas and/or for overall expertise. The customerscoring engine 210 may assign a level indicator, such as platinum, gold,silver, or bronze or a numerical score based on a scale of 1 to 100, 1to 10, or any other scale. The customer scoring engine 210 maycommunicate the updated score to the customer through the customerinterface 230 and update the database 250 with the newly calculatedscore or level.

FIG. 4 is a block diagram illustrating an agent processing system 300for operation with the request management computing system in accordancewith an embodiment of the invention. The agent processing system 300includes an agent database 310, an agent scoring engine 320, an agenttracking engine 330 and a request processing interface 340.

The agent database 310 includes stored records pertaining to agentsoperating within the request management environment. The agents mayinclude, for example, IT help desk personnel. Various agents may haveexpertise with specific types of applications and problems. The agentprocessing system 300 seeks to identify this expertise and record it inthe agent database 310.

The request processing interface 340 may interact with the requestmanagement server, and specifically the routing engine of the requestmanagement server. Thus the request processing interface may select anappropriate agent for addressing any given request based on the natureof the problem and the expertise of the agent. The request processinginterlace 340 may receive the request information and consult the agentdatabase 310 for agent experience profiles. Based on the agentexperience profile, the request processing interface may make one ormore agent recommendations to the routing engine of the requestmanagement server.

The agent tracking engine 330 may track agent interaction withrequestors in order to update agent expertise. Accordingly, the agenttracking engine 330 receives information from the request processinginterface to assess agent interactions.

The agent scoring engine 320 can then score the agent with respect tothe particular request topic. Accordingly, all agents may have a levelof expertise with respect to each defined topic that can be addressed bythe request management system. The agent scoring engine 320 may updateagent ratings in the agent database 310. In embodiments of theinvention, agents may be rated based on a count of the number of timesthe agent has addressed a particular topic. Alternatively, agents may berated based on their satisfactory resolution of requests related to aparticular topic. Agents may also be rated based on the speed ofresolution. Agent ratings may alternatively be based on a combination ofthese factors.

The system of the invention or portions of the system of the inventionmay be in the form of a “processing machine,” i.e. a tangibly embodiedmachine, such as a general purpose computer or a special purposecomputer, for example. As used herein, the term “processing machine” isto be understood to include at least one processor that uses at leastone memory. The at least one memory stores a set of instructions. Theinstructions may be either permanently or temporarily stored in thememory or memories of the processing machine. The processor executes theinstructions that are stored in the memory or memories in order toprocess data. The set of instructions may include various instructionsthat perform a particular task or tasks, such as any of the processingas described herein. Such a set of instructions for performing aparticular task may be characterized as a program, software program, orsimply software.

As noted above, the processing machine, which may be constituted, forexample, by the particular system and/or systems described above,executes the instructions that are stored in the memory or memories toprocess data. This processing of data may be in response to commands bya user or users of the processing machine, in response to previousprocessing, in response to a request by another processing machineand/or any other input, for example. As noted above, the processingmachine used to implement the invention maybe a general purposecomputer. However, the processing machine described above may alsoutilize (or he in the form of) any of a wide variety of othertechnologies including a special purpose computer, a computer systemincluding a microcomputer, mini-computer or mainframe for example, aprogrammed microprocessor, a micro-controller, a peripheral integratedcircuit element, a CSIC (Consumer Specific Integrated Circuit) or ASIC(Application Specific Integrated Circuit) or other integrated circuit, alogic circuit, a digital signal processor, a programmable logic devicesuch as a FPGA, PLD, PLA or PAL, or any other device or arrangement ofdevices that is capable of implementing the steps of the processes ofthe invention.

The processing machine used to implement the invention may utilize asuitable operating system. Thus, embodiments of the invention mayinclude a processing machine running the Microsoft Windows™ Vista™operating system, the Microsoft Windows™ XP™ operating system, theMicrosoft Windows™ NT™ operating system, the Windows™ 2000 operatingsystem, the Unix operating system, the Linux operating system, the Xenixoperating system, the IBM AIX™ operating system, the Hewlett-Packard UX™operating system, the Novell Netware™ operating system, the SunMicrosystems Solaris™ operating system, the OS/2™ operating system, theBeOS™ operating system, the Macintosh operating system, the Apacheoperating system, an OpenStep™ operating system or another operatingsystem or platform.

It is appreciated that in order to practice the method of the inventionas described above, it is not necessary that the processors and/or thememories of the processing machine be physically located in the samegeographical place. That is, each of the processors and the memoriesused by the processing machine may be located in geographically distinctlocations and connected so as to communicate in any suitable manner.Additionally, it is appreciated that each of the processor and/or thememory may be composed of different physical pieces of equipment.Accordingly, it is not necessary that the processor be one single pieceof equipment in one location and that the memory be another single pieceof equipment in another location. That is, it is contemplated that theprocessor may be two pieces of equipment in two different physicallocations. The two distinct pieces of equipment may be connected in anysuitable manner. Additionally, the memory may include two or moreportions of memory in two or more physical locations.

To explain further, processing as described above is performed byvarious components and various memories. However, it is appreciated thatthe processing performed by two distinct components as described abovemay, in accordance with a further embodiment of the invention, beperformed by a single component. Further, the processing performed byone distinct component as described above may be performed by twodistinct components. In a similar manner, the memory storage performedby two distinct memory portions as described above may, in accordancewith a further embodiment of the invention, be performed by a singlememory portion. Further, the memory storage performed by one distinctmemory portion as described above may be performed by two memoryportions.

Further, various technologies may be used to provide communicationbetween the various processors and/or memories, as well as to allow theprocessors and/or the memories of the invention to communicate with anyother entity; i.e., so as to obtain further instructions or to accessand use remote memory stores, for example. Such technologies used toprovide such communication might include a network, the Internet,Intranet, Extranet, LAN, an Ethernet, or any client server system thatprovides communication, for example. Such communications technologiesmay use any suitable protocol such as TCP/IP, UDP, or OSI, for example.

As described above, a set of instructions is used in the processing ofthe invention. The set of instructions may be in the form of a programor software. The software may be in the form of system software orapplication software, for example. The software might also be in theform of a collection of separate programs, a program module within alarger program, or a portion of a program module, for example. Thesoftware used might also include modular programming in the form ofobject oriented programming. The software tells the processing machinewhat to do with the data being processed.

Further, it is appreciated that the instructions or set of instructionsused in the implementation and operation of the invention may be in asuitable form such that the processing machine may read theinstructions. For example, the instructions that form a program may bein the form of a suitable programming language, which is converted tomachine language or object code to allow he processor or processors toread the instructions. That is, written lines of programming code orsource code, in a particular programming language, are converted tomachine language using a compiler, assembler or interpreter. The machinelanguage is binary coded machine instructions that are specific to aparticular type of processing machine, i.e., to a particular type ofcomputer, for example. The computer understands the machine language.

Any suitable programming language may be used in accordance with thevarious embodiments of the invention. Illustratively, the programminglanguage used may include assembly language, Ada, APL, Basic, C, C++,COBOL, dBase, Forth, Fortran, Java, Modula-2, Pascal, Prolog, REXX,Visual Basic, and/or JavaScript, for example. Further, it is notnecessary that a single type of instructions or single programminglanguage be utilized in conjunction with the operation of the system andmethod of the invention. Rather, any number of different programminglanguages may be utilized as is necessary or desirable.

Also, the instructions and/or data used in the practice of the inventionmay utilize any compression or encryption technique or algorithm, as maybe desired. An encryption module might be used to encrypt data. Further,files or other data may be decrypted using a suitable decryption module,for example.

As described above, the invention may illustratively be embodied in theform of a processing machine, including a computer or computer system,for example, that includes at least one memory. It is to be appreciatedthat the set of instructions, i.e., the software for example thatenables the computer operating system to perform the operationsdescribed above may be contained on any of a wide variety of media ormedium, as desired. Further, the data that is processed by the set ofinstructions might also be contained on any of a wide variety of mediaor medium. That is, the particular medium, i.e., the memory in theprocessing machine, utilized to hold the set of instructions and/or thedata used in the invention may take on any of a variety of physicalforms or transmissions, for example. Illustratively, the medium may bein the form of paper, paper transparencies, a compact disk, a DVD, anintegrated circuit, a hard disk, a floppy disk, an optical disk, amagnetic tape, a RAM, a ROM, a PROM, a EPROM, a wire, a cable, a fiber,communications channel, a satellite transmissions or other remotetransmission, as well as any other medium or source of data that may beread by the processors of the invention.

Further, the memory or memories used in the processing machine thatimplements the invention may be in any of a wide variety of forms toallow the memory to hold instructions, data, or other information, as isdesired. Thus, the memory might be in the form of a database to holddata. The database might use any desired arrangement of files such as aflat file arrangement or a relational database arrangement, for example.

In the system and method of the invention, a variety of “userinterfaces” may be utilized to allow a user to interface with theprocessing machine or machines that are used to implement the invention.As used herein, a user interface includes any hardware, software, orcombination of hardware and software used by the processing machine thatallows a user to interact with the processing machine. A user interfacemay be in the form of a dialogue screen for example. A user interfacemay also include any of a mouse, touch screen, keyboard, voice reader,voice recognizer, dialogue screen, menu box, list, checkbox, toggleswitch, a pushbutton or any other device that allows a user to receiveinformation regarding the operation of the processing machine as itprocesses a set of instructions and/or provide the processing machinewith information. Accordingly, the user interface is any device thatprovides communication between a user and a processing machine. Theinformation provided by the user to the processing machine through theuser interface may be in the form of a command, a selection of data, orsome other input, for example.

As discussed above, a user interface is utilized by the processingmachine that performs a set of instructions such that the processingmachine processes data for a user. The user interface is typically usedby the processing machine for interacting with a user either to conveyinformation or receive information from the user. However, it should beappreciated that in accordance with some embodiments of the system andmethod of the invention, it is not necessary that a human user actuallyinteract with a user interface used by the processing machine of theinvention. Rather, it is also contemplated that the user interface ofthe invention might interact, i.e., convey and receive information, withanother processing machine, rather than a human user. Accordingly, theother processing machine might be characterized as a user. Further, itis contemplated that a user interface utilized in the system and methodof the invention may interact partially with another processing machineor processing machines, while also interacting partially with a humanuser.

FIG, 5 is a flow chart illustrating request handling in accordance withan embodiment of the invention. The process begins when a request isreceived in S10. In the illustrated embodiment, the request is in theform of a call. The customer is identified in S16 by the requestmanagement system. In the illustrated embodiment, the request managementsystem identifies the topic of the request or problem in S18. In S20,the request management system seeks to locate the customer in adatabase. The database may be the database 150 shown in FIG. 2 or thecustomer database 250 shown in FIG. 3. As explained above, the databasemay either be incorporated in or accessible to the request managementsystem. The request management system retrieves the caller ranking orlevel from the database. The database may store multiple rating orlevels in a matrix, correlating them with various types of problemstypically resolved through the request management system. Thus, therequest processing engine sends the customer experience rating or levelwith respect to the particular topic to the routing engine in S24. Inother embodiments, each customer may receive only an overall customerexperience rating or level and this level is conveyed to the callrouting engine in S24. In S30, the call routing engine invokes routinglogic to route the request to an appropriate agent. Sample routing logicis illustrated in FIG. 6 below. After routing logic operates, therequest management system processes the call in S44 and generatesfeedback to the testing systems in S50. The system hen adjusts customerdata and agent data within the appropriate databases.

FIG. 6 is a flow chart illustrating implementation of routing logic inaccordance with an embodiment of the invention. The routing logic beginsin S600 and receives an identification of the request type and customerexperience level in S610. In S612, the routing engine determines if thecustomer has an elevated experience level such that an abbreviatedscript would likely lead to rapid resolution of the request.

If the routing engine determines that the customer does not have anelevated experience level in S612, the system selects a standard scriptin S660. Upon selection of the standard script in S660, the routingengine determines agent availability in S664 and routes the request toan available agent with instructions to execute a particular script toresolve the particular problem in S670.

If the routing engine determines in S612 that the customer does have anelevated experience level, the routing engine selects an appropriateabbreviated script in S620. The script may be selected from multiplescripts related to the topic that may be stored in the database of therequest management system. In embodiments of the invention, the databaseof the request management systems stores one standard script per topicand multiple abbreviated scripts that can be selected based on theparticular customer experience level. In S630, the system selects aqualified agent for resolution of the request. The process of selectinga qualified agent is further described below with respect to FIG. 8. InS650, the routing engine assesses qualified agent availability and inS656, the routing engine routes the request to a selected available andqualified agent. The selection of a qualified agent may be omitted inembodiments of the invention and the system may opt instead to select afirst available agent.

FIG. 7 is a flow chart illustrating a testing process in accordance withan embodiment of the invention. The process begins in S200 and thesystem invites the customer to test in S210. The testing process isimplemented in order to make an initial assessment of customerexperience level and can be used to update customer experience levelsover time.

The testing process can be implemented separately from the requestresolution process. For example, an organization can generate electronicmail messages providing employees with a link for testing. If theemployees elect to take the tests, their customer experience profilewill be updated in accordance with their results. Thus, the employeesmay have an elevated experience level upon making their next resolutionrequest.

Alternatively, the testing process can be implemented in combinationwith request resolution. For example, upon receiving a request, therequest management system can generate test questions. In embodiments ofthe invention, requesting customers may have the option to answer thetest questions or to skip the test questions. If the requestingcustomers answer the test questions, their customer experience level maybe elevated in real time in accordance with their answers.

In S220, the system implements a testing process. The testing processmay require testers to follow a series of instructions or answer aseries of questions. The tests may be timed so that testers attempt toanswer as many questions or complete as many steps as they can withinthe prescribed time period. The experience level of the customer couldthen be evaluated based on how many steps they completed in the timeperiod. Alternatively, the test may not be timed and instead, employeescan answer questions or complete steps as required to move up to thenext level. The test may be terminated when the employee is unable tocomplete a step or answer a question, or alternatively when the employeehas more than a predetermined number of wrong answers or failed attemptsto complete a step. Employees can return to take the tests again toadvance to the next level.

In S230, the customer scoring engine tabulates results. The customerscoring engine may tabulate the results of the current test and usethese results to update previously stored customer experience level datain S240. The process ends in S250.

FIG. 8 is a flowchart illustrating the agent selection process of FIG.6. The process begins in S800 and the agent processing system receivesthe topic of the request and customer experience level in S810. In S820,the agent processing system consults the agent database to determineagent expertise with respect to the received topic. In S830, the agentprocessing system finds qualified agents based on the topic and thelevel of customer experience. As set forth above, the database may storea matrix showing all agents, and all topics and customer experiencelevels that the agents are equipped to handle. In S840, the system mayrank qualified agents to simplify the selection of available qualifiedagents. In S850, the agent processing system may send the list of rankedqualified agents to the routing engine. The routing engine then assessesavailability and may route the request to the most highly rankedavailable and qualified agent.

Thus, through the use of abbreviated resolution processes for multiplecustomers who have reached an elevated customer experience level, thespeed of request processing by the request management computing systemis increased and the request management computing system is able tohandle an increased volume of requests. Although examples describe aVOIP help desk request management system, the system could be customizedto accommodate request management systems for any industry and could betailored to accommodate both internal and external customers.Furthermore, in addition to improved efficiency, the system of theinvention significantly improves the customer experience.

While particular embodiments of the invention have been illustrated anddescribed in detail herein, it should be understood that various changesand modifications might be made to the invention without departing fromthe scope and intent of the invention.

From the foregoing it will be seen that this invention is one welladapted to attain all the ends and objects set forth above, togetherwith other advantages, which are obvious and inherent to the system andmethod. It will be understood that certain features and sub-combinationsare of utility and may be employed without reference to other featuresand sub-combinations.

It will be readily understood by those persons skilled in the art thatthe present invention is susceptible to broad utility and application.Many embodiments and adaptations of the present invention other thanthose herein described, as well as many variations, modifications andequivalent arrangements, will be apparent from or reasonably suggestedby the present invention and foregoing description thereof, withoutdeparting from the substance or scope of the invention.

Accordingly, while the present invention has been described here indetail in relation to its exemplary embodiments, it is to be understoodthat this disclosure is only illustrative and exemplary of the presentinvention and is made to provide an enabling disclosure of theinvention. Accordingly, the foregoing disclosure is not intended to beconstrued or to limit the present invention or otherwise to exclude anyother such embodiments, adaptations, variations, modifications andequivalent arrangements.

1-30 (canceled)
 31. A request management computing system for optimizingmanagement of information technology requests made through a VOIPsystem, the request management computing system comprising: at least onecomputer memory storing a database containing requestor information; arequest management server including: a request processing engine, therequest processing engine receiving an incoming information technologyrequest, identifying the requestor and an information technology topicof the incoming information technology request, and retrieving from thedatabase, a level of expertise of the requestor with respect to theinformation technology topic; and a request router, the request routerselecting a responsive script corresponding to the level of expertise ofthe requestor and the information technology topic, wherein the requestmanagement computing system runs the responsive script to implement aresolution of the incoming information technology request.
 32. Thesystem of claim 31, wherein the request processing engine determines ifthe requestor has an elevated experience level.
 33. The system of claim32, wherein the database stores multiple abbreviated scriptscorresponding to elevated experience levels and a standard script foruse with requestors not having an elevated experience level for eachinformation technology topic.
 34. The system of claim 33, wherein thedatabase stores multiple experience levels corresponding with multipleinformation technology topics.
 35. The system of claim 31, furthercomprising an agent device receiving the incoming information technologyrequest and responsive script and running the responsive script toimplement the resolution.
 36. The system of claim 35, further comprisinga matrix correlating agent experience level to the resolution scripts.37. The system of claim 31, further comprising a feedback router forreceiving the resolution, the feedback router updating the database withthe resolution in order to enable changes in the requestor experiencelevel.
 38. The system of claim 31, further comprising a testing systemfor testing requestor expertise on the information technology topics anda scoring engine for receiving test results from the testing system. 39.The system of claim 38, wherein the testing system generates testquestions upon receiving the incoming information technology request,thereby providing requestors an opportunity to increase in expertise.40. The system of claim 39, wherein the testing system receives feedbackfrom the request management server for each customer resultant to eachinformation technology request and incorporates the feedback in leveldetermination.
 41. A request management computing method for optimizingmanagement of information technology requests made through a VOIPsystem, the request management computing method comprising: receiving,at a request processing engine of a request management computing system,an incoming information technology request from a requestor; identifyingthe requestor and an information technology topic of the incominginformation technology request using the request processing engine;retrieving from a database stored in a computer memory, a level ofexpertise of the requestor with respect to the information technologytopic; and selecting, using a request router, a responsive scriptcorresponding to the level of expertise of the requestor and theinformation technology topic; wherein the request management computingsystem runs the responsive script to implement a resolution of theincoming information technology request.
 42. The method of claim 41,determining, using the request processing engine, if the requestor hasan elevated experience level.
 43. The method of claim 42, furthercomprising storing, in the database, multiple abbreviated scriptscorresponding to elevated experience levels and a standard script foruse with requestors not having an elevated experience level for eachinformation technology topic.
 44. The method of claim 43, furthercomprising storing, in the database, multiple experience levelscorresponding with multiple information technology topics.
 45. Themethod of claim 41, further comprising receiving, at an agent device,the incoming information technology request and responsive script andrunning the responsive script to implement the resolution.
 46. Themethod of claim 45, further comprising storing a matrix correlatingagent experience level to the resolution scripts.
 47. The method ofclaim 41, further comprising a feedback router for receiving theresolution, the feedback router updating the database with theresolution in order to enable changes in the requestor experience level.48. The method of claim 41, further testing requestor expertise on theinformation technology topics using a testing system and receiving testresults from the testing system and a scoring engine.
 49. The method ofclaim 48, further comprising generating test questions upon receivingthe incoming information technology request, thereby providingrequestors an opportunity to increase in expertise.
 50. A non-transitorycomputer-readable medium storing instructions executable by a computerprocessor for performing steps including: receiving at a requestprocessing engine of a request management computing system, an incominginformation technology request from a requestor; identifying therequestor and an information technology topic of the incominginformation technology request using the request processing engine;retrieving from a database stored in a computer memory, a level ofexpertise of the requestor with respect to the information technologytopic; selecting, using a request router, a responsive scriptcorresponding to the level of expertise of the requestor and theinformation technology topic; and running the responsive script toimplement a resolution of the incoming information technology request.